Warranty
Warranty Coverage
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Important: Contact Your Installer First
For issues with any Emerald solutions that were installed by a professional installer, please contact the installer first. The installer will attempt to resolve the issue. Emerald will only become involved if the issue requires warranty support that the installer cannot address.
For self-installed Emerald Smart Tech products, including the AC Link, Live Link, and Electricity Advisor, please first visit the technical support and FAQs pages via our support centre where we can support you with any technical issues.
Product Eligibility and Maintenance Requirements
Products not updated with regular firmware (hardware) and app (software) updates, or not used in accordance with usage guidelines, may not qualify for a warranty replacement. For instance, the Emerald Energy Management System App (Emerald App) should sync daily with the Electricity Advisor to ensure optimal function. If you are experiencing any issues with the Emerald App, please contact the Emerald Customer Support via our support centre.
Warranty Periods
In addition to your consumer guarantees, Emerald offers manufacturer’s warranties for the following products:
- Hot Water Heat Pump All-In-One Systems: 5-year warranty on the tank, 5-year warranty on the rest of the system, and a 2-year labour warranty.
- Hot Water Heat Pump Split Systems: 7-year warranty on the tank, 5-year warranty on the rest of the system, and a 2-year labour warranty.
- Split System Air Conditioning System: 5-year warranty on the system and a 2-year labour warranty.
- Smart Tech solutions: Warranty under the standard Australian consumer Law.
- Lighting and other: Warranty under the standard Australian consumer Law.
We recommend that you register your product by completing the below registration form, so that you can view the remaining warranty period for your registered product.
Conditions for Warranty Claims Emerald Hot Water Heat Pumps and Air Conditioning Systems
To make a warranty claim, the following conditions must be met:
- The product must have been installed correctly by a licensed tradesperson;
- The product must be handled, installed, and maintained according to Emerald’s guidelines;
- Proof of purchase must be provided; and
- The product must not have been subjected to misuse, abuse, or any external damage due to neglect or improper storage.
Claims Procedure
- Contact Emerald Customer Support via our support centre.
- Provide proof of purchase and details of the issue.
- Within 5 days of receiving your warranty claim.
Limitations
This warranty does not cover:
- Freight, return delivery, or transportation costs, unless pre-authorised.
- Service call fees outside the Labour Warranty Period.
- Damage from misuse, neglect, vandalism, or acts of God.
- Fair wear and tear, rust, corrosion, or repairs by unauthorised repair agents.
Contact Us
For questions regarding our warranty policy, please reach out to Emerald Customer Support via our support centre or at:
Emerald | Warranty Claims
Level 2, 12A Rodborough Road, Frenchs Forest
New South Wales 2086